Cloud Support Engineer
Job description
A Cloud Support Engineer role at Canonical supporting customers using Ubuntu and open source products, acting as a technical guide and resolving technical roadblocks. The role is globally remote and involves customer engagement, troubleshooting, and collaboration with internal engineering teams.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Remote · Worldwide
- Languages
- English – fluent
What you'll do
- Partner directly with customers across remote sessions, ticketing, and live conversations to deeply understand and resolve their technical roadblocks
- Work hand-in-hand with internal engineering teams and regional peer groups to bridge the gap between complex code fixes and real-world customer satisfaction
- Manage support cases with a strong sense of personal integrity, ensuring commitments are honored and customer expectations are communicated transparently and predictably
- Develop a rich understanding of the Ubuntu development process to give customers clear, human context regarding timelines for engineering fixes
- Author and maintain accessible knowledge base articles, sharing lessons learned openly to elevate the entire open-source community
- Participate in a regular weekend working rotation to maintain seamless, high-touch continuity of care for global partners
What we're looking for
- Exceptional written and spoken English, with a natural ability to convey technical complexity clearly, warmly, and compellingly
- A genuine passion for helping people, paired with the emotional intelligence to navigate high-stakes technical situations with composure and empathy
- Exceptional academic track record from both high school and university
- An undergraduate degree in a technical subject or a compelling narrative about an alternative chosen path
- A proven track record of going above-and-beyond expectations to deliver meaningful, outstanding results for teams or customers
- Practical, hands-on experience supporting Linux systems, with exposure to three or more of: virtualization and cloud (KVM or OpenStack); containers (Docker, LXD/LXC, or Kubernetes); storage ecosystems (block, object, and network storage technologies); system networking (bonding, firewalls, bridging, switching, or MTU tuning)
- A strong troubleshooting mindset—the ability to look into stack traces or logs, identify OS/application-level bugs, and strategically guide the customer through next steps
- Basic programming logic in any language to help parse code and collaborate effectively with Canonical Engineering teams
Benefits
- Distributed work environment with twice-yearly team sprints in person
- Personal learning and development budget of USD 2,000 per year
- Annual compensation review
- Recognition rewards
- Annual holiday leave
- Maternity and paternity leave
- Employee Assistance Programme
- Opportunity to travel to new locations to meet colleagues
- Priority Pass, and travel upgrades for long haul company events
- Performance-driven annual bonus or commission
Apply
About Canonical
A leading provider of open source software and operating systems to the global enterprise and technology markets
Canonical is a pioneering tech firm at the forefront of the global move to open source. Its platform, Ubuntu, is widely used in public cloud, data science, AI, engineering innovation and IoT. The company is a pioneer of global distributed collaboration, with 1100+ colleagues in 75+ countries and very few office based roles. The company is founder led, profitable and growing.
Mission
Changing the world of software through open source; publishing Ubuntu, one of the most important open source projects and the platform for AI, IoT and the cloud
Key facts
- 1100+ colleagues
- 2004
- Open source software and operating systems
- Publishes Ubuntu
- 1100+ colleagues in 75+ countries
- Founder led, profitable and growing
- Most colleagues have worked from home since its inception in 2004
- Teams meet two to four times yearly in person
What they value
- Excellence
- Diversity of experience, perspectives, and background
- Open source community